AccountId: 011433970860
ContactId: abd76ed9-5358-4769-a8b1-a7cb841dbcd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160529 ms
Total Talk Time (AGENT): 65901 ms
Total Talk Time (CUSTOMER): 42123 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/abd76ed9-5358-4769-a8b1-a7cb841dbcd8_20250411T17:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Advantage Dental, and I need to check on a, uh, procedure code for a patient.
[AGENT][NEUTRAL] We don't really use codes. Do you want me to go over the coverage with you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, no, I just, I just talked with someone else, but I forgot to ask about nitrous if nitrous was covered for this patient.
[AGENT][NEUTRAL] So, let me pull up the policy for the secondary policy though, it's not really what's done is where. So if you got like the outpatient benefit, it'll be included in that, but I mean I can pull it up if you like just to give you specifics or it's up. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] All right, and [PII], may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. May I have the member's policy number?
[CUSTOMER][NEUTRAL] 02455284
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and this is for the dental policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so dental is a little different. What's the code that you have?
[AGENT][NEUTRAL] I don't think
[CUSTOMER][NEUTRAL] Um, it's 9230.
[AGENT][NEUTRAL] OK, so that is under, hold on one second. I just found it and lost it. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] 9230.
[AGENT][NEUTRAL] Alright, so it's under major at 40%. There's no um limitation.
[CUSTOMER][POSITIVE] OK all right well great well thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.